Job Summary

Provides first level support for network incidents, alerts and service requests. Ensuring quick identification, logging, resolution and escalation of cases.

Key Responsibilities

 Assess and troubleshoot the incidents and assign the respective priority (Priority 1to Priority 4)) for tickets assigned to the group within SLA. \\r\\n• Assess the customer reported/manual incidents on the OC queue and report the respective classification (major or minor incidents) of incidents based on defined criteria. \\r\\n• Follow up on the incidents created to the external LoB (Lines of Business) teams. \\r\\n• Awareness of the organizational set-up (GCID), design and functions, the GCID process landscape and the distinct roles involved in Incident Management\\r\\n• Monitor and analyse alert-based incident trends using the leading ITSM tool as relevant to OC scope\\r\\n• Raise and guide through standard and emergency change requests\\r\\n• Coordination with 3rd party with DCM and vendor and follow up alert based P2-P4 incidents. \\r\\n• Vendor TAC (Technical Assistance Center) case creation, handling and follow up for P2-P4 incidents.\\r\\n• Prequalify the alerts based on information on the provided Monitoring dashboards before triggering of Major Incidents\\r\\n• Cross validate network related ongoing Major Incidents and network related last 24 hours changes to support the Major Incident Qualification based on change overview provided by SAP GCID Network change function. \\r\\n• Perform technical device level impact validation and escalate per defined MI (Major Incidents) Escalation process. \\r\\n• Validate and reset, where appropriate, prioritization of Service Request based on defined criteria assigned to OC queue \\r\\n• Join the troubleshooting bridge and assist with customer engineers to resolve issues.\\r\\n• Perform investigation on Incidents caused by Events/Alerts via Trend & Pattern Analysis \\r\\n• Top X contributors are identified and validated for the potential problem candidates \\r\\n• Part of Service Introduction, Perform validation against the BCR (Build Configuration Repository) vs checklist (Tools, CMDB, DNS (Domain Name System) entry, reachability)\\r\\n• Update Additional Asset Information per standard operating procedure \\r\\n• Report inconsistent information to requestor upon validation (L1, Tools, CMDB) \\r\\n• As part of Asset Management, review inconsistent Asset Data; engage SAP GCID Network Tools if issues identified \\r\\n• Update GCID Network specific attributes in CMDB on SNOW\\r\\n• Update/Decom of Cis in CMDB at HCSM ServiceNow. \\r\\n• Validation of CIs attributes (e.g., Serial Number, Hostname, IP Address) in DCAM, CCIR (CI database) and GOON (network monitoring tool). \\r\\n• Continuous validation of accuracy of managed devices.\\r\\n• Report identified gaps during assessment. \\r\\n• Publishing capacity management reports which include current usage of devices \\r\\n• Managing the resolution procedures for any threshold breaches \\r\\n• Following the escalation matrix upon the threshold capacity breaches\\r\\n• Notifying the opportunities for the effective use of capacity \\r\\n• As part of Logical decommissioning, Remove host IP address allocations from IPAM, NFNA, RADIUS/TACACS. \\r\\n• Remove device from GOON, NconsDB, Netbrain, IPAM tool, Netbox, HCSM CMDB\\r\\n• Post logical decommissioning (ticket gets closed) with all the required steps\\r\\n• Raise power off ticket with DCM \\r\\n• Perform ACL Implementation via Automation tool and scripts\\r\\n• Perform Port Clean up configuration tasks

Skill Requirements

4+ years in L1/L2 network support \\r\\n• Problem-solving skills and ability to work in a 24/7 shift environment\\r\\n• Excellent communication skill (Written and spoken)\\r\\n• Solid understanding of networking technologies (WAN/DC LAN/Security)\\r\\n• Vendors and technologies: Cisco ACI, Cisco ASR, F5, Fortinet, routing, switching, load balancing, network security\\r\\n• Troubleshooting and problem-solving skill

Other Requirements

Role Overview:\\r\\nProvides first level support for network incidents, alerts and service requests. Ensuring quick identification, logging, resolution and escalation of cases. \\r\\nKey Responsibilities:\\r\\n• Assess and troubleshoot the incidents and assign the respective priority (Priority 1to Priority 4)) for tickets assigned to the group within SLA. \\r\\n• Assess the customer reported/manual incidents on the OC queue and report the respective classification (major or minor incidents) of incidents based on defined criteria. \\r\\n• Follow up on the incidents created to the external LoB (Lines of Business) teams. \\r\\n• Awareness of the organizational set-up (GCID), design and functions, the GCID process landscape and the distinct roles involved in Incident Management\\r\\n• Monitor and analyse alert-based incident trends using the leading ITSM tool as relevant to OC scope\\r\\n• Raise and guide through standard and emergency change requests\\r\\n• Coordination with 3rd party with DCM and vendor and follow up alert based P2-P4 incidents. \\r\\n• Vendor TAC (Technical Assistance Center) case creation, handling and follow up for P2-P4 incidents.\\r\\n• Prequalify the alerts based on information on the provided Monitoring dashboards before triggering of Major Incidents\\r\\n• Cross validate network related ongoing Major Incidents and network related last 24 hours changes to support the Major Incident Qualification based on change overview provided by SAP GCID Network change function. \\r\\n• Perform technical device level impact validation and escalate per defined MI (Major Incidents) Escalation process. \\r\\n• Validate and reset, where appropriate, prioritization of Service Request based on defined criteria assigned to OC queue \\r\\n• Join the troubleshooting bridge and assist with customer engineers to resolve issues.\\r\\n• Perform investigation on Incidents caused by Events/Alerts via Trend & Pattern Analysis \\r\\n• Top X contributors are identified and validated for the potential problem candidates \\r\\n• Part of Service Introduction, Perform validation against the BCR (Build Configuration Repository) vs checklist (Tools, CMDB, DNS (Domain Name System) entry, reachability)\\r\\n• Update Additional Asset Information per standard operating procedure \\r\\n• Report inconsistent information to requestor upon validation (L1, Tools, CMDB) \\r\\n• As part of Asset Management, review inconsistent Asset Data; engage SAP GCID Network Tools if issues identified \\r\\n• Update GCID Network specific attributes in CMDB on SNOW\\r\\n• Update/Decom of Cis in CMDB at HCSM ServiceNow. \\r\\n• Validation of CIs attributes (e.g., Serial Number, Hostname, IP Address) in DCAM, CCIR (CI database) and GOON (network monitoring tool). \\r\\n• Continuous validation of accuracy of managed devices.\\r\\n• Report identified gaps during assessment. \\r\\n• Publishing capacity management reports which include current usage of devices \\r\\n• Managing the resolution procedures for any threshold breaches \\r\\n• Following the escalation matrix upon the threshold capacity breaches\\r\\n• Notifying the opportunities for the effective use of capacity \\r\\n• As part of Logical decommissioning, Remove host IP address allocations from IPAM, NFNA, RADIUS/TACACS. \\r\\n• Remove device from GOON, NconsDB, Netbrain, IPAM tool, Netbox, HCSM CMDB\\r\\n• Post logical decommissioning (ticket gets closed) with all the required steps\\r\\n• Raise power off ticket with DCM \\r\\n• Perform ACL Implementation via Automation tool and scripts\\r\\n• Perform Port Clean up configuration tasks\\r\\nRequired Skills:\\r\\n• 4+ years in L1/L2 network support \\r\\n• Problem-solving skills and ability to work in a 24/7 shift environment\\r\\n• Excellent